EP Wealth Advisors · 5 days ago
Senior Service Desk IT Analyst - Hybrid
Austin, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expEP Wealth Advisors is seeking a Senior Service Desk IT Analyst to provide Tier 1/2/3 support for complex technical issues while emphasizing exceptional customer service. The role involves managing service desk operations, ensuring accurate documentation, and collaborating with various IT teams to enhance service delivery.
Asset ManagementBankingFinancial ServicesLendingProperty ManagementReal EstateSecurity
Responsibilities
Provide Tier 1/2/3 service desk support for moderate to complex technical issues, service requests, and incidents
Deliver high-touch, in-person support for C-Suite/VIP users, ensuring premium customer experience
Serve as an escalation point of contact for users and oversee the delivery of high-quality service to ensure satisfaction
Participate in training and provide ongoing guidance for desktop support associates
Assess and resolve issues related to hardware (laptops, desktops, peripherals), software (Microsoft Office 365, SharePoint, OneDrive, Adobe Acrobat), Active Directory account issues, mobile devices, and other enterprise applications
Fulfill routine end-user requests, resolve service failures, perform routine operational maintenance, and administrative tasks
Strive for first-call resolution on tickets; escalate and assign issues to appropriate support groups when necessary
Utilize the ITSM application for issue and request tracking, ensuring:
All user requests are documented with appropriate tickets
Tickets contain clear, concise notes capturing symptoms, troubleshooting steps, ownership, and next actions
All tickets requiring follow-up receive timely attention within designated SLAs
Maintain organized ticket queues and workstreams to ensure predictable flow and prioritization
Interact with asset management, network services, software systems engineering, applications development, and printer maintenance services to identify, correct, and restore technical problems
Partner with the Service Desk Manager to recommend continuous improvement initiatives that enhance service delivery
Help ensure industry-standard cybersecurity practices are implemented and followed
Collaborate with technology team members, promoting best practices in documentation, communication, and customer service
Collaborate with other IT teams and organizational stakeholders to resolve complex technical issues
Ensure all business activities comply with the EP Wealth Code of Business Conduct
Other duties as assigned
Qualification
Required
Associate or bachelor's degree in information technology or related field (preferred) or equivalent experience
Minimum of 3-5 years in a similar senior or supervisory role, preferably within a corporate environment
Strong knowledge of ITIL functions (Incident, Change, Knowledge Management, IT Asset and License Management)
Knowledge of network administration and troubleshooting
Experience with Microsoft Entra and Azure Active Directory; Intune experience recommended
Strong knowledge of Windows operating systems; macOS knowledge is a plus
Exceptional customer service orientation, with demonstrated analytical and problem-solving skills
Robust organizational skills, with the ability to multitask and prioritize in a high-demand environment
Ability to travel to company offices throughout the U.S. (~25%)
Company
EP Wealth Advisors
EP Wealth Advisors is a fee-only registered investment advisory and financial planning firm.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$500MKey Investors
Wealth Partners Capital Group
2025-09-30Private Equity
2025-06-01Debt Financing· $500M
2017-07-10Series Unknown
Leadership Team
C
Christopher Toumajian
Chief Financial Officer
Laura Knolle
Vice President
Recent News
Private Banker International
2026-01-07
Investment News
2026-01-06
2025-12-18
Company data provided by crunchbase